contact info@bugasi-labs.com for details or an indivdual webex/skype walkthrough

1. Introduction, Nr. 1
www.bugasi-labs.com
(Prof. Dr. Roland Böttcher)

2. First hand experience
provides substantial insights
• ITIL Foundation classroom teaching may provide necessary knowledge
transfer but rarely firm convictions to change operational routines
• Compared to “tell & test” teaching, Fort Fantastic provides a 'fun' way to
get people understand what ITIL is, why it is necessary and to appreciate
the benefits.
• Fort Fantastic illustrates challenges of operating a technical infrastructure
in a real life situation
• Practical experience and positive encounter helps to establish broad
organizational support and overcome resistance to change
Feedback from Otto Betz
“Fort Fantastic gave me a better
(T-Systems GmbH, Germany, understanding ITIL than the entire ITIL
September 2010)
Foundation classroom course!”
Introduction, Nr. 2
www.bugasi-labs.com
(Prof. Dr. Roland Böttcher)

3. ITIL Processes covered
by Fort Fantastic
• Supplier Management
not • Service Catalog Management
in Focus • Request Fulfilment
• Access Management
• Change and Release Management
Covered • IT Financial Management
• Transition Planning
• Service Desk, Incident, Problem, Event
Strong Management
• Service Level Management
• Capacity, Availability Management
Focus • Configuration Management
• Continuity Management
• Continual Service Improvement
Introduction, Nr. 3
www.bugasi-labs.com
(Prof. Dr. Roland Böttcher)

4. The Scenario: Fun Park
• Operating in summer months
from April to September
• 14 Attractions,
• 5.500 Visitors daily
• Entrance fee 16,-
• Customer Satisfaction: 75%
• Margin P0: appr. 10%
• Teams: (3-9 participants)
• Capacity: 1-4 Teams per session
• Team Responsibility: Operational
Management/Restoration of
failures
Introduction, Nr. 4
www.bugasi-labs.com
(Prof. Dr. Roland Böttcher)

5. Seminar Structure
1h 4h 1h
Briefing Simulation Debriefing
Standard
(1 Day Seminar)
Enable participants: Ensure sustainable
• Introduction of the learning outcomes:
Rd
1
Rd ... Rd
scenario 2 6 • What was
• Rules REFLEX ION experienced?
Overall
• Material • How does that relate
Group
to Reality?
• Logic Discussion
• What can be taken
away?
• How to proceed to
improve?
•…
Introduction, Nr. 5
www.bugasi-labs.com
(Prof. Dr. Roland Böttcher)

6. Park Manager
Operating
Business
Technical Support
Process
Owner
Control
Room
Error Message
Solution Code
Introduction, Nr. 6
www.bugasi-labs.com
(Prof. Dr. Roland Böttcher)

7. Introduction, Nr. 7
www.bugasi-labs.com
(Prof. Dr. Roland Böttcher)

8. Control Room
Operating Business
Room Divider
Room Divider
Technical Support
Room Divider
Operating Business
Room Divider
WI-FI Router
Technical Support
Control Room
Introduction, Nr. 8
www.bugasi-labs.com
(Prof. Dr. Roland Böttcher)

9. The Dashboard
Introduction, Nr. 9
www.bugasi-labs.com
(Prof. Dr. Roland Böttcher)

10. Didactical Approach
Challenge
Difficul Curve
ty
Level
of
Team
Task
...
Dashboard
No. of Rounds
Self-induced On-going Real-time
Learning Performance Transparency
on the Teamlevel
Continual
Improve-
ment
Introduction, Nr. 10
www.bugasi-labs.com
(Prof. Dr. Roland Böttcher)

11. • 150 Activity Cards are
available
• Efficiency varies on a scale
from -10 to + 10.
Activity Card
• The right Activity Card in
the right situation ...
• System entry (by no.) is
done by Control Room
Introduction, Nr. 11
www.bugasi-labs.com
(Prof. Dr. Roland Böttcher)

12. NEW COMPLEXITY LEVEL
Attractions are integral part of
infrastructure layers (e.g. Power
Distribution)
L2
P0
Y1
T-Rex is T3
connected to
the node Y1.
C9
T6
K5
J7
Stromverteilungsplan (PDS)
Introduction, Nr. 12
www.bugasi-labs.com
(Prof. Dr. Roland Böttcher)

13. Introduction, Nr. 13
www.bugasi-labs.com
(Prof. Dr. Roland Böttcher)

14. Unique Fort Fantastic Features
Each Gaming option has a clearly
defined bottom line impact Learning Success
Dashboard provides real-time Visibility of Cause
transparency of results
Experimental
and Effect
Learning
Different teams compete under
comparable conditions Competition & Fun
Day wise simulation of periods Pressure & Drive
Interesting & challenging scenario
Motivation &
Engagement
Role based interaction Teambuilding
Introduction, Nr. 14
www.bugasi-labs.com
(Prof. Dr. Roland Böttcher)

15. Learning Objectives
Target
 Understanding the need for Process Audience
Management
 Antecedents of task-related All levels of
communication
Learning employees
 Challenges connected with team who actively
Outcomes of leadership participate in teams
FF – Seminars  Methods to handle interfaces of and/or experience
administrative processes the need for
include effective task-
 Value of IT Service Management related
 Benefits resulting from adopting Best communication in
Practice Frameworks (ISO 20000, business processes
ITIL, MOF, Cobit)
Industries
Information Health Telecom Trans-
Financials Energy
Technology Care Services portation
Introduction, Nr. 15
www.bugasi-labs.com
(Prof. Dr. Roland Böttcher)

16. Introduction, Nr. 16
www.bugasi-labs.com
(Prof. Dr. Roland Böttcher)

17. Introduction, Nr. 17
www.bugasi-labs.com
(Prof. Dr. Roland Böttcher)

18. Introduction, Nr. 18
www.bugasi-labs.com
(Prof. Dr. Roland Böttcher)

19. Introduction, Nr. 19
www.bugasi-labs.com
(Prof. Dr. Roland Böttcher)

20. Knowledge Database
Introduction, Nr. 20
www.bugasi-labs.com
(Prof. Dr. Roland Böttcher)

21. Introduction, Nr. 21
www.bugasi-labs.com
(Prof. Dr. Roland Böttcher)

22. Introduction, Nr. 22
www.bugasi-labs.com
(Prof. Dr. Roland Böttcher)